Unified Communications - cisco.com · Presentation_ID © 2010 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6 Essential Elements of Collaboration Not So Long Ago…

© 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

Unified CommunicationsBusiness Benefits

Stergios Alexiou – [email protected]

Tech Product Marketing Manager

Collaboration Architecture, European Marketing Org

mailto:[email protected]


Today’s Business Complexities

Business Impact

Missed Opportunities, Market Transitions

Customer Response

Higher Costs

Human Impact

Harder to Build Trust

Difficult to Know Whothe Right Expert Is

Information Sharing Among Companies Difficult

Trends

Global Value Chains

Consumerisation

Information Overload

Workforce Mobility


―Raising the productivity of employees whose jobs can't be automatedis the next great performance challenge—and the stakes are high.”

McKinsey & Company, The 21st Century Organization

Text Voice, Video

Num

be

r o

f S

take

ho

lde

rsCollaborative Tools

Documents

One

Many

Email

IMTelePresence

IP

Communications

Vmail

Discussion Forums Video on

Demand

Wikis Blogs Customer

Care

Conferencing

Social Networking

CollaborationChanging the Way We Work

Virtual

Events


Social Media in the Workplace Cisco Study

Business implications of social networking

are often overlooked:

Only 1 in 7 companies had a formal process associated

with deploying social networking tools

Companies struggle with policy creation and

adoption:

Only 1 in 5 companies had policies in place concerning

the use of social networking technologies

Social networking tools need to integrate

together and with the existing enterprise

architecture to reap maximum benefits:

Only 1 in 10 respondents noted direct IT involvement in

social networking initiatives


Collaboration Is…Equal Parts Process, Culture and Technology

At Cisco, we pioneer

collaboration

to change the way we work

We use these technologies

ourselves; we are our own

laboratory

From command and control to

collaboration and teamwork

November 2008—

January 2009

90 days

Realigned $500M to FY09

priorities

100% faster than 2008

Technology

Process

Culture


Essential Elements of Collaboration

Not So Long Ago… Today…

Primarily single source

Largely asynchronous

Multiple sources, multiple devices, multiple applications

Non real-time and real time, interactive

Inside my organizationDispersed teams, outside my organization

Static and pre-defined networks Dynamic teams

You find information, people Right time, right people, right resource

Inside the firewall, walled offInclusive, selective, fluid

Communities

Information

People

Context

Security


Kingdom of Fife

21,500 employees

360k citizens

160k households

900 services

Takes 5m+ calls per year

Implemented 12,000 IP phones in 360 sites

Annual phone bill reduced from £2.5m to £500k

Disaster recovery – fire at Glenrothes site in July caused no service disruption


Collaboration Transforming Front-Line Services

Reducing travel and improving productivity

Cisco IP Telephony, XML applications, Unity voicemail

on Blackberrys, video telephony, video conferencing

Saving £200k/yr to re-invest

Eliminated 30 hours/wk travel time in each area more time on beat

Improved disaster recovery


£300k/yr flexible working savings

£680k/yr telephony savings

£5.7m/yr increased productivity

Branch & CC service levels up

New Ways of Working, New Ways to Provide Service

Cisco IP Telephony, CC Enterprise, CUCiMOC,

TelePresence

London Borough

* All figures preliminary

Collaboration Transforming Back office Productivity


Collaboration Transforming Global Communications

20 min/day savings for sales

$70k/year travel savings

Reduced R+D development

Link Call Centre to Sales/Tech Staff

Connecting Right People, Right Information, Right Time

Cisco IPT, Unity, CC Express, Personal Communicator, SNR,

Click-to-Call, Presence, MeetingPlace


Boeing Collaborates Over 1m meetings per year

Largest customer of WebEx

collaboration technologies

worldwide

5 year increase over tenfold

168k employees / 70k WebEx

accounts

Over 27,000 external suppliers

Reduced time to market

Currently investigating integration

of UC, IM and Presence into the

WebEx environment

Boeing Supplier Award (non

manufacturer section)


Engagement & Solution

• Increased demand for health services• Difficult to access doctors in remote

and rural areas• Shortage of medical experts

Challenge

• Public-private partnership (Cisco+ Scottish Center for Telehealth + NHS Scotland)

• Global cross-functional engagement to develop new solution

• Solution based on Cisco IPC/UC, TP, UCC and IP-based Medical devices

• Opportunity to ’transform’ healthcare delivery systems radically

• Improved citizen experience• More effective care delivery model

Customer Results

Engagement & Solution

”HealthPresence is an asset to improve the quality of

telephone advice and triage. Being able to visualise and

have physiological parameters on a patient will improve patient

care”Dr Karyn Webster and Dr Fiona Mair

Healthcare Transformation

HealthPresenceAn Alternative Healthcare Delivery Model


Cost

ReductionInnovation

Collaboration Drives Business Value

Customer

Intimacy

Competitive

Differentiation

Employee

Productivity


Cisco Strategic Direction

Secure

Inter-

Company

Interoperable,

Open

Architecture

Flexible

Consumption

Models

Video

CommunicationsEnterprise

Social

Software

Integrated

Experience


This core is then leveraged by any combination of end-user clients, devices or custom applications from Cisco or 3rd parties

Infrastructure

Collaboration Services

Communication and Collaboration Applications

Delivering the Architectural FoundationCollaboration Now and in the Future


Taking the Next StepMultiple Points to Get Started

Content Management Search Workflow PortalsDirectory Policy

Infr

astr

uctu

reA

pp

lications

Customer

CareTelepresence Conferencing Messaging Enterprise

Social Software

IP

Communications

Replace an

Aging TDM PBX

Virtualize

Customer

Support

Reduce Travel

Expenses

Shift to Cloud

Efficiencies

Improve

Interactions

with Suppliers

Increase

Sales

Productivity

Start at Any Point, Go at Any Pace,

Based on Business Priorities

Use on premise call control with SaaS conferencing to

lower costs, while delivering higher audio quality

Increase value and reduce operating expenses for

Cisco TelePresence by leveraging call control. Improve

customer, partner and internal productivity through

one button integration of WebEx and TelePresence.

Strengthen customer relationships by integrating Customer Care with

video communities to provide pre-recorded video expertise.


Integrating Mobile phones

Mobile

Communications

Unified

Communications

• Convenient

• Highly Mobile

• Always-on

• Flexible

• Ubiquitous

• Feature Rich

• Integrated

• Collaborative

• Secure

• Managed

Extending business communications

- anytime, any where, any device


Cisco Market Leadership

Sources: Synergy Research, Frost & Sullivan, Gartner Dataquest, IDC, Intellicom, Cisco

Western Europe

Enterprise Voice

Market Share

The European Leader in

Collaboration

#1 in Enterprise Voice

#1 in Collaborative Apps

#1 in IP Contact Center

#1 in Web Conferencing

#1 in TelePresence

#2 in Audio Conferencing

#2 in Messaging (UM/VM)

#3 in Instant Messaging0%

5%

10%

15%

20%

25%

30%

Q1'

06

Q2'

06

Q3'

06

Q4'

06

Q1'

07

Q2'

07

Q3'

07

Q4'

07

Q1'

08

Q2'

08

Q3'

08

Q4'

08

Q1'

09

Q2'

09

Q3'

09

Alcatel

Nortel

Siemens

Avaya

Cisco #1

Mitel


Thought Leadership, Industry Expertise

R&D Investment

Full Range of Service Offerings

Market Leadership

Strategic Partnerships

Cisco’s Commitment to Collaboration
